Remote Global Claims Service Leader

Battleface Inc.; Columbus (OH); Remote; USD 90,000 - 120,000; Full time

Job summary

battleface is seeking a Claims Customer Service Manager to lead, develop, and oversee our customer service operations within the claims department. This hands-on leadership role requires deep understanding of travel insurance claims, people management, and comfortable collaboration across multiple communication platforms.

You will drive training, coaching, and performance improvements while ensuring accurate information and empathetic support for policyholders, claimants, brokers, and partners

Qualifications

• 5+ years in insurance customer service, claims operations, or a related field.
• 3+ years of people management, leading customer service or claims teams.
• Strong understanding of claims processes, policy benefits, and documentation.
• Experience in travel insurance or medical assistance preferred.
• Ability to manage multichannel operations with CRM, ticketing, and claims platforms.
• Proven training, coaching, and performance management experience.

Responsibilities

• Lead the Claims Customer Service team with day-to-day oversight and support.
• Set expectations for service quality, productivity, and accountability.
• Develop onboarding, training, and ongoing coaching programs.
• Conduct performance reviews, quality assessments, and development sessions.
• Identify knowledge gaps and provide practical training to improve performance.
• Oversee interactions across phone, email, live chat, and other channels.
• Monitor response times, case resolution, and customer satisfaction.
• Coordinate with Claims Adjusters, Medical Assistance, and Operations to resolve issues.
• Develop SOPs, training materials, and knowledge resources.
• Implement improvements to workflows, technology, and automation.

Skills

Claims management

People leadership

Multichannel support

CRM systems

Data analysis

Training programs

Tools

CRM systems

Claims management platforms

Ticketing systems

Job description

battleface is seeking a Claims Customer Service Manager to lead, develop, and oversee our customer service operations within the claims department. This hands-on leadership role requires deep understanding of travel insurance claims, people management, and comfortable collaboration across multiple communication platforms.

You will drive training, coaching, and performance improvements while ensuring accurate information and empathetic support for policyholders, claimants, brokers, and partners